Analyst I, Systems Operations

Intercontinental Exchange Holdings, Inc.; Pune District; On-site; INR 600,000 - 900,000; Full time

Job summary

Intercontinental Exchange Holdings, Inc. in Pune, India, seeks an Incident Management Coordinator to ensure continuous operation of production and disaster recovery environments.

You will coordinate alerts across data center environments, provide rapid response, guide escalation to management, and drive process improvements using ITIL and ServiceNow.

The ideal candidate holds a bachelor's degree in Computer Science or Information Systems and 2–4 years of incident management experience.

Qualifications

• Bachelor's degree in Computer Science, Information Systems or related field preferred.
• 2–4 years of experience as Incident Management/Coordinator.
• Strong knowledge of ServiceNow change, incident and problem management.
• Solid understanding of ITIL practices and frameworks.
• Excellent written and verbal communication, and ability to work with multiple teams.

Responsibilities

• Coordinate alerts and incidents across data center environments to protect production and DR systems.
• Provide rapid response and coordination to minimize service interruptions.
• Decide on real-time incident resolution activities and escalate as needed.
• Act as liaison between business and technology teams for high-severity incidents.
• Recommend and document changes to support processes for continuous improvement.

Skills

Communication

Incident management

Analytical thinking

Multitasking

Cross-functional collaboration

Education

Bachelor's degree in Computer Science or Information Systems

Tools

ServiceNow

ITIL

Job description

Job Description

Job Purpose

Coordinates incident activities across the entire enterprise and takes responsibility for the effective functioning of these processes across all the organization. Provides 24x7 support for all change, incident and problem management as it relates to production and disaster recovery environments.

Responsibilities

• Manages alerts and incidents across multiple data center environments to protect production and disaster recovery systems critical to business success.
• Provides immediate response and coordination aimed at minimizing the duration of service interruptions.
• Make decisions regarding real-time incident resolution activities and select client situations for executive and management of escalation updates.
• Acts as a liaison between the business and technology teams for high severity incidents and escalates as appropriate.
• Recommendations and documents about departmental standards and procedures.
• Consults with other teams on proper integration and correlation of the change, incident management process, and their respective areas.
• Ensures effective and rapid response to major incidents.
• Reviews and recommendations, as appropriate, changes to support processes to ensure continuous improvement of the incident and problem management process.
• Performs other related duties as assigned.

Knowledge and Experience

• A bachelor's degree in computer science, Information Systems or other related discipline is preferred
• With 2 to 4 Years of Experience as Incident Management/ Coordinator
• Considerable knowledge of Service Now change incident and problem management principles, procedures and techniques
• Considerable knowledge of standards and best practices relevant to the information technology industry (e.g. ITIL)
• Strong knowledge of issue resolution and escalation practices
• Broad knowledge of IT infrastructure
• Ability to apply analysis and creative thinking when solving problems and conflict
• Ability to provide acute attention to detail
• Ability to communicate effectively to all levels within the organization
• Ability to manage multiple tasks simultaneously
• Independent and collaborative decision-making ability within specified parameters
• Skilled at identifying and implementing process improvements
• Ability to effectively establish and maintain relationships across the organization
• Excellent written and verbal communication skills
• Ability to organize tasks and priorities effectively and under minimal supervision